Technical Support Engineer

• At least 4 years of experience in application support for a SaaS or software product, with hands-on debugging of the product itself (logs, configuration, APIs, integrations). This is a product-facing support role, not IT help desk or desktop support.
• Graduate degree - an advantage.
• Proven experience working with technical challenges and a dynamic environment.
• Experience working on command line (PowerShell or Bash).
• Practical experience diagnosing REST API issues using tools such as curl or Postman, including analysis of status codes, headers, and payloads.
• Knowledge of programming environments, containerization (Docker), DevOps tools (Maven, Jenkins, CI/CD Servers etc.) – big advantage.
• Excellent analytic and problem-solving skills with a strong sense of customer commitment.
• Customer-oriented personnel with excellent communication (written and verbal) and interpersonal skills.

The Technical Support Engineer is responsible for monitoring the queue and providing technical support, with emphasis on the initial analysis in accordance with Mend’s SLA and service standards.

This role requires knowledge of the Mend’s products, problem-solving skills, and the ability to communicate effectively with customers and colleagues.

This role plays a key part in the customers’ experience and is key to customer satisfaction.

Important note: This role is based in Poland and requires availability during U.S. Eastern Time working hours from 8:00 AM to 4:00 PM ET, which is approximately 2:00 PM to 10:00 PM local Poland time.